Additional mobile app configuration options

Additional mobile app configuration options

Several system properties are available for you to further configure the mobile app. For
example, use system properties to require a PIN, hide the image on the app homepage, configure the
blur in background option, or disable sharing attachments from the mobile app.

Set a default image for mobile users

To provide a default image to users whose records do not already have an image
uploaded, configure the system property
glide.sg.image.default.sys_user.

Before you begin

Role required: admin

About this task

If you do not upload images to user records, users in the
mobile app receive an avatar by default. The file name for the avatar is
no_picture.jpg.

To set a different default user image, upload an image and then enter its file
name as the value for system property
glide.sg.image.default.sys_user.

Procedure

If you have not already uploaded the image that you intend to set as the
default user image, navigate to System UI > Images and then upload your file to the Images (db_image) table.

Type sys_properties.list in the Application
Navigator.

Open the record for glide.sg.image.default.sys_user.

In the form, match the following values:

Table 1.

Field

Description

Name

glide.sg.image.default.sys_user

Type

string

Value

<file-name>

Note: Match
<file-name> to the file name
of the image that is referenced in Step
1.

Hide the hero image on the application homepage

To hide the default hero image that appears on the application homepage, add the
system property glide.sg.hide_applications_screen_image.

Before you begin

Role required: admin

About this task

By default, the mobile app displays a banner across the
top of the application homepage. This banner is called the hero image.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for
glide.sg.hide_applications_screen_image.

In the form, match the following values:

Table 2.

Field

Description

Name

glide.sg.hide_applications_screen_image

Type

true | false

Value

true

After you reload the mobile app, the hero image does not appear on the
application homepage.

Require an app PIN for the mobile app

Require uses to enter a PIN when the application has been inactive for five minutes.
To require the mobile user to set and enter a local application PIN, add the system property
glide.sg.require_mobile_application_pin.

Before you begin

Role required: admin

About this task

Users generate a six-digit code for the app PIN. The PIN
must be entered when they log in to an instance from their mobile device, or after the
application has been inactive for more than five minutes. If your users have faceID,
touchID, or similar biometric security configured on their phone, they can use biometric
authentication in place of the PIN.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for
glide.sg.require_mobile_application_pin.

In the form, match the following values:

Table 3.

Field

Description

Name

glide.sg.require_mobile_application_pin

Type

true | false

Value

true

Note: The mobile app is automatically locked after five minutes of inactivity.
Users accessing the mobile app after a period of inactivity must enter their
PIN code.

Configure the blur app option to improve security

As a security feature, administrators can configure the mobile app to blur when not
in focus on a mobile device. When you double-click the home button on your mobile device to
close apps or navigate back to where you left off, the ServiceNow app appears blurred.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for
glide.sg.blur_ui_when_backgrounded.

In the form, match the following values:

Table 4.

Field

Description

Name

glide.sg.blur_ui_when_backgrounded

Type

true | false

Value

true

Note: The system property
glide.sg.blur_ui_when_backgrounded is supported
also in the ServiceNow Classic
mobile app.

Result

With the property in place, the app is blurred when not in
focus.

Configure the mobile app to clear the copy/paste clipboard and block the ability to share
content

To have the mobile app clear the pasteboard when the app enters the background, as
well as block the ability to share content, add the system property
glide.sg.clear_pasteboard_when_backgrounded.

Before you begin

Role required: admin

About this task

By default, content that you copy in the mobile app
remains on your device’s clipboard even after you close the mobile app. In addition, you
can share copied content to an external app and to a non-native virtual agent. Use the
property glide.sg.clear_pasteboard_when_backgrounded to change this
default behavior.

Note:

Text edit menus on Android devices may display a share option, even though
its functionality is disabled.

Some third-party keyboards on Android devices are not disabled from the
ability to paste and share content to the keyboard’s clipboard.

The ability to copy/paste and share from some web views in the app may
result in unexpected behavior.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for
glide.sg.clear_pasteboard_when_backgrounded.

In the form, match the following values:

Table 5.

Field

Description

Name

glide.sg.clear_pasteboard_when_backgrounded

Type

true | false

Value

true

Configure the maximum number of records returned for data items

To set the maximum number of rows retrieved for the table defined in the data item,
add the system property glide.sg.data_item.row_count.

Before you begin

Role required: admin

About this task

The system property
glide.sg.data_item.row_count sets the maximum number of rows
retrieved for the table defined in the data item. By default, the value is 1000. The
system accepts no value greater than 1000.

Procedure

Type sys_properties.list in the Application
Navigator.

Click New, and then enter the following values:

Table 6.

Field

Description

Name

glide.sg.data_item.row_count

Type

integer

Value

<maximum-number-of-records-retrieved>

Configure pagination size for search lists

To configure the amount of search list results that load to the screen as the user
scrolls down, add the system property
glide.sg.list.pagination_size.

Before you begin

Role required: admin

About this task

By default, the mobile app returns 50 results at a time in
a search list. Increasing the pagination size may cause the search request to take
longer.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for glide.sg.list.pagination_size.

In the form, match the following values:

Table 7.

Field

Description

Name

glide.sg.list.pagination_size

Type

integer

Value

<pagination-size>

Configure the maximum number of records returned for list UI parameters

To configure the maximum number of records returned for a list of parameters, add the
system property glide.sg.list.max_items_number.

Before you begin

Role required: admin

About this task

Default is 1000.

Note: The maximum number of rows returned
for a parameters list is limited by the maximum number of rows returned for data
items. In other words, the value for system property
glide.sg.list.max_items_number cannot be greater than the
value for system property glide.sg.data_item.row_count. For
example, if you set the value of glide.sg.list.max_items_number
to 50 but the value of glide.sg.list.max_items_number is 20,
then you may only receive 20 records in your parameters list.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for glide.sg.list.max_items_number.

In the form, match the following values:

Table 8.

Field

Description

Name

glide.sg.list.max_items_number

Type

string

Value

<maximum-number-of-parameters-items>

Enable Virtual Agent for mobile applications

Give your users the ability to chat with a virtual agent through a ServiceNow mobile
application.

Before you begin

Role required: admin

To include virtual agent functionality in your mobile
applications, you will first need to activate and configure virtual agent. For
details on this process see Implementing Virtual Agent

Procedure

Navigate to System Applications > Studio.

In the application explorer on the left edge of the screen, select Functions > Actions, and click the pop-out icon () that appears to the right of Actions.

Click the Create New button to create a new
function.

In the Type field, select Chat
Launcher.

In the Context field, select
Global.

Click Submit.

On your instance, outside of Studio, navigate to System Mobile > Applet Launchers.

Open the record for the Applet launcher where you want to add your Virtual
Agent quick action.

In the Body section, click Insert a new
row under the Quick Actions Menu Maps
list.

Additional mobile app configuration options

Additional mobile app configuration options

Several system properties are available for you to further configure the mobile app. For
example, use system properties to require a PIN, hide the image on the app homepage, configure the
blur in background option, or disable sharing attachments from the mobile app.

Set a default image for mobile users

To provide a default image to users whose records do not already have an image
uploaded, configure the system property
glide.sg.image.default.sys_user.

Before you begin

Role required: admin

About this task

If you do not upload images to user records, users in the
mobile app receive an avatar by default. The file name for the avatar is
no_picture.jpg.

To set a different default user image, upload an image and then enter its file
name as the value for system property
glide.sg.image.default.sys_user.

Procedure

If you have not already uploaded the image that you intend to set as the
default user image, navigate to System UI > Images and then upload your file to the Images (db_image) table.

Type sys_properties.list in the Application
Navigator.

Open the record for glide.sg.image.default.sys_user.

In the form, match the following values:

Table 1.

Field

Description

Name

glide.sg.image.default.sys_user

Type

string

Value

<file-name>

Note: Match
<file-name> to the file name
of the image that is referenced in Step
1.

Hide the hero image on the application homepage

To hide the default hero image that appears on the application homepage, add the
system property glide.sg.hide_applications_screen_image.

Before you begin

Role required: admin

About this task

By default, the mobile app displays a banner across the
top of the application homepage. This banner is called the hero image.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for
glide.sg.hide_applications_screen_image.

In the form, match the following values:

Table 2.

Field

Description

Name

glide.sg.hide_applications_screen_image

Type

true | false

Value

true

After you reload the mobile app, the hero image does not appear on the
application homepage.

Require an app PIN for the mobile app

Require uses to enter a PIN when the application has been inactive for five minutes.
To require the mobile user to set and enter a local application PIN, add the system property
glide.sg.require_mobile_application_pin.

Before you begin

Role required: admin

About this task

Users generate a six-digit code for the app PIN. The PIN
must be entered when they log in to an instance from their mobile device, or after the
application has been inactive for more than five minutes. If your users have faceID,
touchID, or similar biometric security configured on their phone, they can use biometric
authentication in place of the PIN.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for
glide.sg.require_mobile_application_pin.

In the form, match the following values:

Table 3.

Field

Description

Name

glide.sg.require_mobile_application_pin

Type

true | false

Value

true

Note: The mobile app is automatically locked after five minutes of inactivity.
Users accessing the mobile app after a period of inactivity must enter their
PIN code.

Configure the blur app option to improve security

As a security feature, administrators can configure the mobile app to blur when not
in focus on a mobile device. When you double-click the home button on your mobile device to
close apps or navigate back to where you left off, the ServiceNow app appears blurred.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for
glide.sg.blur_ui_when_backgrounded.

In the form, match the following values:

Table 4.

Field

Description

Name

glide.sg.blur_ui_when_backgrounded

Type

true | false

Value

true

Note: The system property
glide.sg.blur_ui_when_backgrounded is supported
also in the ServiceNow Classic
mobile app.

Result

With the property in place, the app is blurred when not in
focus.

Configure the mobile app to clear the copy/paste clipboard and block the ability to share
content

To have the mobile app clear the pasteboard when the app enters the background, as
well as block the ability to share content, add the system property
glide.sg.clear_pasteboard_when_backgrounded.

Before you begin

Role required: admin

About this task

By default, content that you copy in the mobile app
remains on your device’s clipboard even after you close the mobile app. In addition, you
can share copied content to an external app and to a non-native virtual agent. Use the
property glide.sg.clear_pasteboard_when_backgrounded to change this
default behavior.

Note:

Text edit menus on Android devices may display a share option, even though
its functionality is disabled.

Some third-party keyboards on Android devices are not disabled from the
ability to paste and share content to the keyboard’s clipboard.

The ability to copy/paste and share from some web views in the app may
result in unexpected behavior.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for
glide.sg.clear_pasteboard_when_backgrounded.

In the form, match the following values:

Table 5.

Field

Description

Name

glide.sg.clear_pasteboard_when_backgrounded

Type

true | false

Value

true

Configure the maximum number of records returned for data items

To set the maximum number of rows retrieved for the table defined in the data item,
add the system property glide.sg.data_item.row_count.

Before you begin

Role required: admin

About this task

The system property
glide.sg.data_item.row_count sets the maximum number of rows
retrieved for the table defined in the data item. By default, the value is 1000. The
system accepts no value greater than 1000.

Procedure

Type sys_properties.list in the Application
Navigator.

Click New, and then enter the following values:

Table 6.

Field

Description

Name

glide.sg.data_item.row_count

Type

integer

Value

<maximum-number-of-records-retrieved>

Configure pagination size for search lists

To configure the amount of search list results that load to the screen as the user
scrolls down, add the system property
glide.sg.list.pagination_size.

Before you begin

Role required: admin

About this task

By default, the mobile app returns 50 results at a time in
a search list. Increasing the pagination size may cause the search request to take
longer.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for glide.sg.list.pagination_size.

In the form, match the following values:

Table 7.

Field

Description

Name

glide.sg.list.pagination_size

Type

integer

Value

<pagination-size>

Configure the maximum number of records returned for list UI parameters

To configure the maximum number of records returned for a list of parameters, add the
system property glide.sg.list.max_items_number.

Before you begin

Role required: admin

About this task

Default is 1000.

Note: The maximum number of rows returned
for a parameters list is limited by the maximum number of rows returned for data
items. In other words, the value for system property
glide.sg.list.max_items_number cannot be greater than the
value for system property glide.sg.data_item.row_count. For
example, if you set the value of glide.sg.list.max_items_number
to 50 but the value of glide.sg.list.max_items_number is 20,
then you may only receive 20 records in your parameters list.

Procedure

Type sys_properties.list in the Application
Navigator.

Open the record for glide.sg.list.max_items_number.

In the form, match the following values:

Table 8.

Field

Description

Name

glide.sg.list.max_items_number

Type

string

Value

<maximum-number-of-parameters-items>

Enable Virtual Agent for mobile applications

Give your users the ability to chat with a virtual agent through a ServiceNow mobile
application.

Before you begin

Role required: admin

To include virtual agent functionality in your mobile
applications, you will first need to activate and configure virtual agent. For
details on this process see Implementing Virtual Agent

Procedure

Navigate to System Applications > Studio.

In the application explorer on the left edge of the screen, select Functions > Actions, and click the pop-out icon () that appears to the right of Actions.

Click the Create New button to create a new
function.

In the Type field, select Chat
Launcher.

In the Context field, select
Global.

Click Submit.

On your instance, outside of Studio, navigate to System Mobile > Applet Launchers.

Open the record for the Applet launcher where you want to add your Virtual
Agent quick action.

In the Body section, click Insert a new
row under the Quick Actions Menu Maps
list.

Select the function created in the previous steps.

Click Update.

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